Help Desk- Pharmacy Technician, Customer Relations

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

Monday-Friday, 8:30 a.m.

- 7:00 p.m. including weekend coverage

The Customer Relations Help Desk Coordinator is a customer service-focused role supporting CVS retail pharmacy operations through both frontline and escalated inquiry resolution. This position manages inbound customer interactions via the 1-800-SHOPCVS line while also assisting with complex escalations from customers, patients, internal teams, and vendor partners, including Executive Office complaints.

In a fast-paced contact center environment, the coordinator serves as both a customer advocate and a colleague resource. Responsibilities include researching and resolving customer concerns by interpreting and applying company policies and procedures, identifying root causes, and delivering effective, case‑specific solutions. The role also provides real‑time support to frontline agents by guiding them to appropriate tools, systems, and knowledge resources to ensure accurate and efficient issue resolution.

This position requires strong verbal and written communication skills, critical thinking, and sound decision-making with limited guidance. The coordinator must demonstrate adaptability, effective time management, and the ability to handle escalated calls or correspondence requiring creative problem‑solving. Success in this role depends on maintaining a positive, solutions‑oriented approach while consistently delivering an exceptional customer experience aligned with CVS Health's purpose and values.

• Resident of Alaska, Arizona, Florida, Idaho, Illinois, Massachusetts, New Hampshire, New Mexico, North Carolina, Ohio, Rhode Island, Tennessee, Texas or Vermont due to regulatory compliance
• Active Pharmacy Technician license in state of residence
• Ability to obtain Rhode Island Pharmacy Technician license through application and fee
• Minimum of 1 consecutive year of customer service experience
• Excellent communication, organization, and follow‑up skills
• Ability to clearly explain program and policy details verbally and in writing
• Strong PC skills, including the ability to navigate multiple applications simultaneously
• Proficiency with Microsoft Windows-based applications and Microsoft Office
• Flexibility in work schedule and ability to successfully complete a paid company training program
• Ability to work independently in a home‑based environment
• Strong time management skills and self-motivation
• Ability to adapt to changing business needs
• Willingness to be trained in additional skills to support business requirements
• Ability to use a CVS Health‑provided webcam during work hours
• Availability to work during hours of operation, including weekend coverage as required

Remote colleagues are responsible for maintaining internet service that meets CVS Health technical specifications:

• Minimum 50 Mbps download / 10 Mbps upload (when available)
• Internet service may require upgrades to support required systems
• Personal hotspots and public Wi‑Fi are not permitted
• Colleagues must be physically connected via ethernet cable while working

• Prior CVS Customer Relations knowledge
• 1+ years experience in high volume inbound call center or customer service experience (call center, retail, hospitality)
• Internal colleagues must be in good standing to be considered
• Retail Customer Care experience
• Bilingual in Spanish
• Prior inbound call center experience
• Previous work‑from‑home experience
• Prior retail or pharmacy experience

• Verifiable High School Diploma, GED, or equivalent experience
• Active Pharmacy Technician license

40

Full time

The typical pay range for this role is:

$17.00 - $31.30

This pay range represents the…